TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
As a Continuous Improvement Specialist, you will participate in the design and implementation of standardized and customized documentation for our Pension Administration package. Your mission will be to ensure that this content complies with specific customer regulations as well as applicable legal requirements.Your role is part of a continuous optimization process of the services delivered by the Customer Service teams of the IT outsourcing Pension Administration department. Our technology platform enables integrated and harmonized management of all of our clients' pension plan activities.
Working closely with the Customer Service, Support and Development teams, you will contribute to the strategic automation of key processes by analyzing business needs and validating solutions deployed in our administration system. In this key role, you will have a direct impact on operational efficiency and Client Satisfaction by modernizing our processes and automating repetitive tasks.
Responsibilities
Write system change requests
- Identify all the required variables (primary plan environment, system version, target population, etc.)
- Design the specification document detailing the functional and technical requirements Collaborate with the Customer team to identify test cases;
- Document impacts (Business Case)
- Ensure the quality of solutions through rigorous testing in UAT environment
Optimize and automate Excel-based processes by developing integrated solutions
- Analyze and document existing Excel tools used by Customer Support Teams
- Identify areas of opportunity for optimization and automation of existing processes
- Propose integrated solutions to optimize Excel-based processes
- Propose improvements to existing Excel files
- Harmonize and standardize the various Excel tools to ensure consistency and facilitate maintenance
Update regression tests
- Identify tested scenarios
- Collaborate with customer teams to identify missing scenarios based on pension plan rules, incoming and outgoing data interfaces (In/Out), and any other services on the administration side
- Integrate missing test cases into automated testing processes
Improve communications (letters, statements, etc.) for our customers
- Identify recurring manual communications to automate them
- Identify manual cases for benefit statements and annual statements and see if they can be automated
Participate in various improvement projects
- Organize job shadowing sessions with Customer Support Teams to understand operational realities
- Identify repetitive tasks and align them with Business Best Practices (BBP)
- Revise tool and process user guides to suggest improvements
- Analyze the impact of legislative and administrative changes on existing systems and recommend necessary adjustments
Participate in the analysis of "Profitability / KPI / Productivity / Profitability" of our customers and employees
- Analyze different reports
- Implement specific interventions with Customer Support Teams to optimize performance ratings
- Initiate improvement projects related to targeted interventions
- Track progress of targeted teams
What does it take to be successful in this role?
- Minimum 2 years of experience in pension administration
- Excellent communication skills in both spoken and written French and English
- Work experience in a Client team
- Advanced knowledge of Microsoft Office Suite (especially Excel - intermediate level)
- Knowledge of Lean/Six Sigma methodologies (an asset)
- Experience with automation tools (Power BI, Power Automate) is an asset
- Be recognized for your analytical and synthesis skills (good communicator)
- Demonstrate thoroughness, initiative, organization and professionalism in your work and master problem resolution
- Work independently, manage priorities and meet deadlines in a changing environment
- Have good ability to interact effectively with various stakeholders and adapt to different communication styles
Being part of our team means
- Collaborating with a dynamic team
- Thriving through challenging deals and projects
- Working hybrid, in-office and work from home, or fully work from home
- Benefiting from a flexible schedule
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
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